Tuesday, July 18, 2017

Fighting Review Spam: The Complete Guide for the Local Enterprise

It’s 105 degrees outside my office right now, and the only thing hotter in this summer of 2017 is the local SEO industry’s discussion of review spam. It’s become increasingly clear that major review sites represent an irresistible temptation to spammers, highlighting systemic platform weaknesses and the critical need for review monitoring that scales.

Just as every local brand, large and small, has had to adjust to the reality of reviews’ substantial impact on modern consumer behavior, competitive businesses must now prepare themselves to manage the facts of fraudulent sentiment. Equip your team and clients with this article, which will cover every aspect of review spam and includes a handy list for reporting fake reviews to major platforms.

What is review spam?

A false review is one that misrepresents either the relationship of the reviewer to the business, misrepresents the nature of the interaction the reviewer had with the business, or breaks a guideline. Examples:

The reviewer is actually a competitor of the business he is reviewing; he’s writing the review to hurt a competitor and help himself

The reviewer is actually the owner, an employee, or a marketer of the business he is reviewing; he’s falsifying a review to manipulate public opinion via fictitious positive sentiment

The reviewer never had a transaction with the business he is reviewing; he’s pretending he’s a customer in order to help/hurt the business

The reviewer had a transaction, but is lying about the details of it; he’s trying to hurt the company by misrepresenting facts for some gain of his own

The reviewer received an incentive to write the review, monetary or otherwise; his sentiment stems from a form of reward and is therefore biased

The reviewer violates any of the guidelines on the platform on which he’s writing his review; this could include personal attacks, hate speech or advertising

All of the above practices are forbidden by the major review platforms and should result in the review being reported and removed.

What isn’t review spam?

A review is not spam if:

It’s left directly by a genuine customer who experienced a transaction

It represents the facts of a transaction with reasonable, though subjective, accuracy

It adheres to the policies of the platform on which it’s published

Reviews that contain negative (but accurate) consumer sentiment shouldn’t be viewed as spam. For example, it may be embarrassing to a brand to see a consumer complain that an order was filled incorrectly, that an item was cold, that a tab was miscalculated or that a table was dirty, but if the customer is correctly cataloging his negative experience, then his review isn’t a misrepresentation.

There’s some inherent complexity here, as the brand and the consumer can differ widely in their beliefs about how satisfying a transaction may have been. A restaurant franchise may believe that its meals are priced fairly, but a consumer can label them as too expensive. Negative sentiment can be subjective, so unless the reviewer is deliberately misrepresenting facts and the business can prove it, it’s not useful to report this type of review as spam as it’s unlikely to be removed.

Why do individuals and businesses write spam reviews?

Unfortunately, the motives can be as unpleasant as they are multitudinous:

Protest or punishment

Consumer sentiment may sometimes appear en masse as a form of protest against an individual or institution, as the US recently witnessed following the election of President Trump and the ensuing avalanche of spam reviews his various businesses received.

It should be noted here that attempting to shame a business with fake negative reviews can have the (likely undesirable) effect of rewarding it with high local rankings, based on the sheer number of reviews it receives. We saw this outcome in the infamous case of the dentist who made national news and received an onslaught of shaming reviews for killing a lion.

Finally, there is the toxic reviewer, a form of Internet troll who may be an actual customer but whose personality leads them to write abusive or libelous reviews as a matter of course. While these reviews should definitely be reported and removed if they fail to meet guidelines, discussion is open and ongoing in the local SEO industry as to how to manage the reality of consumers of this type.

Public perception manipulation

This is a two-sided coin. A business can either positively review itself or negatively review its competitors in an effort to sway consumer perception. The latter is a particularly prevalent form of review spam, with the GMB forum overflowing with at least 10,000 discussions of this topic. Given that respected surveys indicate that 91% of consumers now read online reviews, 84% trust them as much as personal recommendations and 86% will hesitate to patronize a business with negative reviews, the motives for gaming online sentiment, either positively or negatively, are exceedingly strong.

Wages

Expert local SEO, Mike Blumenthal, is currently doing groundbreaking work uncovering a global review spam network that’s responsible for tens or hundreds of thousands of fake reviews. In this scenario, spammers are apparently employed to write reviews of businesses around the world depicting sets of transactions that not even the most jet-setting globetrotter could possibly have experienced. As Mike describes one such reviewer:

“She will, of course, be educated at the mortuary school in Illinois and will have visited a dentist in Austin after having reviewed four other dentists ... Oh, and then she will have bought her engagement ring in Israel, and then searched out a private investigator in Kuru, Philippines eight months later to find her missing husband. And all of this has taken place in the period of a year, right?”

The scale of this network makes it clear that review spam has become big business.

Lack of awareness

Not all review spammers are dastardly characters. Some small-timers are only guilty of a lack of awareness of guidelines or a lack of foresight about the potential negative outcomes of fake reviews to their brand. I’ve sometimes heard small local business owners state they had their family review their newly-opened business to “get the ball rolling,” not realizing that they were breaking a guideline and not considering how embarrassing and costly it could prove if consumers or the platform catch on. In this scenario, I try to teach that faking success is not a viable business model — you have to earn it.

Lack of consequences

Unfortunately, some of the most visible and powerful review platforms have become enablers of the review spam industry due to a lack of guideline enforcement. When a platform fails to identify and remove fake reviews, either because of algorithmic weaknesses or insufficient support staffing, spammers are encouraged to run amok in an environment devoid of consequences. For unethical parties, no further justification for manipulating online sentiment is needed than that they can “get away with it.” Ironically, there are consequences to bear for lack of adequate policing, and until they fall on the spammer, they will fall on any platform whose content becomes labeled as untrustworthy in the eyes of consumers.

What is the scope of review spam?

No one knows for sure, but as we’ve seen, the playing field ranges from the single business owner having his family write a couple of reviews on Yelp to the global network employing staff to inundate Google with hundreds of thousands of fake reviews. And, we’ve see two sides to the review spam environment:

People who write reviews to help themselves (in terms of positive rankings, perception, and earnings for themselves either directly from increased visibility or indirectly via extortion, and/or in terms of negative outcomes for competitors).

People who write reviews to hurt others (for the sake of revenge with little or no consequence).

The unifying motive of all forms of review spam is manipulation, creating an unfair and untrustworthy playing field for consumers, enterprises and platforms alike. One Harvard study suggests that 20% of Yelp reviews are fake, but it would be up to the major review platforms to transparently publicize the total number of spam reviews they receive. Just the segment I’ve seen as an individual local SEO has convinced me that review spam has now become an industry, just like “black hat” SEO once did.

How to spot spam reviews

Here are some basic tips:

Strange patterns:

A reviewer’s profile indicates that they’ve been in too many geographic locations at once. Or, they have a habit of giving 1-star reviews to one business and 5-star reviews to its direct competitor. While neither is proof positive of spam, think of these as possible red flags.

Strange language:

Numerous 5-star reviews that fawn on the business owner by name (e.g. “Bill is the greatest man ever to walk the earth”) may be fishy. If adulation seems to be going overboard, pay attention.

Strange timing:

Over the course of a few weeks, a business skyrockets from zero reviews to 30, 50, or 100 of them. Unless an onslaught of sentiment stems from something major happening in the national news, chances are good the company has launched some kind of program. If you suspect spam, you’ll need to research whether the reviews seem natural or could be stemming from some form of compensation.

Strange numbers:

The sheer number of reviews a business has earned seems inconsistent with its geography or industry. Some business models (restaurants) legitimately earn hundreds of reviews each year on a given platform, but others (mortuaries) are unlikely to have the same pattern. If a competitor of yours has 5x as many reviews as seems normal for your geo-industry, it could be a first indicator of spam.

Strange "facts":

None of your staff can recall that a transaction matching the description in a negative review ever took place, or a transaction can be remembered but the way the reviewer is presenting it is demonstrably false. Example: a guest claims you rudely refused to seat him, but your in-store cam proves that he simply chose not to wait in line like other patrons.

Obvious threats:

If any individual or entity threatens your company with a negative review to extort freebies or money from you, take it seriously and document everything you can.

Obvious guideline violations:

Virtually every major review platform prohibits profane, obscene, and hateful content. If your brand is victimized by this type of attack, definitely report it.

In a nutshell, the first step to spotting review spam is review monitoring. You’ll want to manually check direct competitors for peculiar patterns, and, more importantly, all local businesses must have a schedule for regularly checking their own incoming sentiment. For larger enterprises and multi-location business models, this process must be scaled to minimize manual workloads and cover all bases.

Scaling review management

On an average day, one Moz Local customer with 100 retail locations in the U.S. receives 20 reviews across the various platforms we track. Some are just ratings, but many feature text. Many are very positive. A few contain concerns or complaints that must be quickly addressed to protect reputation/budget by taking action to satisfy and retain an existing customer while proving responsiveness to the general consumer public. Some could turn out to be spam.

Over the course of an average week for this national brand, 100–120 such reviews will come in, totaling up to more than 400 pieces of customer feedback in a month that must be assessed for signs of success at specific locations or emerging quality control issues at others. Parse this out to a year’s time, and this company must be prepared to receive and manage close to 5,000 consumer inputs in the form of reviews and ratings, not just for positive and negative sentiment, but for the purposes of detecting spam.

Spam detection starts with awareness, which can only come from the ability to track and audit a large volume of reviews to identify some of the suspicious hallmarks we’ve covered above. At the multi-location or enterprise level, the solution to this lies in acquiring review monitoring software and putting it in the hands of a designated department or staffer. Using a product like Moz Local, monitoring and detection of questionable reviews can be scaled to meet the needs of even the largest brands.

What should your business do if it has been victimized by review spam?

Once you’ve become reasonably certain that a review or a body of reviews violates the guidelines of a specific platform, it’s time to act. The following list contains links to the policies of 7 dominant review platforms that are applicable to all industries, and also contains tips and links outlining reporting options:

Google

Review reporting tips

Flag the review by mousing over it, clicking the flag symbol that appears and then entering your email address and choosing a radio button. If you’re the owner, use the owner response function to mention that you’ve reported the review to Google for guideline violations. Then, contact GMB support via their Twitter account and/or post your case in the GMB forum to ask for additional help. Cross your fingers!

Yelp

Review reporting tips

Yelp offers these guidelines for reporting reviews and also advises owners to respond to reviews that violate guidelines. Yelp takes review quality seriously and has set high standards other platforms might do well to follow, in terms of catching spammers and warning the public against bad actors.

Facebook

Review reporting tips

Here are Facebook’s instructions for reporting reviews that fail to meet community standards. Note that you can only report reviews with text — you can’t report solo ratings. Interestingly, you can turn off reviews on Facebook, but to do so out of fear would be to forego the considerable benefits they can provide.

Yellow Pages

Review reporting tips

In 2016, YP.com began showing TripAdvisor reviews alongside internal reviews. If review spam stems from a YP review, click the “Flag” link in the lower right corner of the review and fill out the form to report your reasons for flagging. If the review spam stems from TripAdvisor, you’ll need to deal with them directly and read their extensive guidelines, TripAdvisor states that they screen reviews for quality purposes, but that fake reviews can slip through. If you’re the owner, you can report fraudulent reviews from the Management Center of your TripAdvisor dashboard. Click the “concerned about a review” link and fill out the form. If you’re simply a member of the public, you’ll need to sign into TripAdvisor and click the flag link next to the review to report a concern.

SuperPages

Review reporting tips

The policy I’ve linked to (from Dex Media, which owns SuperPages) is the best I can find. It’s reasonably thorough but somewhat broken. To report a fake review to SuperPages, you’ll need either a SuperPages or Facebook account. Then, click the “flag abuse” link associated with the review and fill out a short form.

CitySearch

Review reporting tips

If you receive a fake review on CitySearch, email customerservice@citygrid.com. In your email, link to the business that has received the spam review, include the date of the review and the name of the reviewer and then cite the guidelines you feel the review violates.

FourSquare

Review reporting tips

The “Rules and Conduct” section I’ve linked to in Foursquare’s TOS outlines their content policy. Foursquare is a bit different in the language they use to describe tips/reviews. They offer these suggestions for reporting abusive tips.

*If you need to find the guidelines and reporting options for an industry-specific review platform like FindLaw or HealthGrades, Phil Rozek’s definitive list will be a good starting point for further research.

Review spam can feel like being stuck between a rock and a hard place

I feel a lot of empathy in this regard. Google, Facebook, Yelp, and other major review platforms have the visibility to drive massive traffic and revenue to your enterprise. That’s the positive side of this equation. But there’s another side — the uneasy side that I believe has its roots in entities like Google originating their local business index via aggregation from third party sources, rather than as a print YellowPages-style, opt-in program, and subsequently failing to adequately support the millions of brands it was then representing to the Internet public.

To this day, there are companies that are stunned to discover that their business is listed on 35 different websites, and being actively reviewed on 5 or 10 of them when the company took no action to initiate this. There’s an understandable feeling of a loss of control that can be particularly difficult for large brands, with their carefully planned quality structures, to adjust to.

This sense of powerlessness is further compounded when the business isn’t just being listed and discussed on platforms it doesn’t control, but is being spammed. I’ve seen business owners on Facebook declaring they’ve decided to disable reviews because they feel so victimized and unsupported after being inundated with suspicious 1-star ratings which Facebook won’t investigate or remove. By doing so, these companies are choosing to forego the considerable benefits reviews drive because meaningful processes for protecting the business aren’t yet available.

These troubling aspects of the highly visible world of reviews can leave owners feeling like they’re stuck between a rock and a hard place. Their companies will be listed, will be reviewed, and may be spammed whether the brand actively participates or not, and they may or may not be able to get spam removed.

It’s not a reality from which any competitive enterprise can opt-out, so my best advice is to realize that it’s better to opt-in fully, with the understanding that some control is better than none. There are avenues for getting many spam reviews taken down, with the right information and a healthy dose of perseverance. Know, too, that every one of your competitors is in the same boat, riding a rising tide that will hopefully grow to the point of offering real-world support for managing consumer sentiment that impacts bottom-line revenue in such a very real way.

“Unfair methods of competition in or affecting commerce, and unfair or deceptive acts or practices in or affecting commerce, are hereby declared unlawful.”

Provisions like these are what allowed the FTC to successfully sue Sage Automotive Group for $3.6 million dollars for deceptive advertising practices and deceptive online reviews, but it’s important to note that this appears to be the first instance in which the FTC has involved themselves in bringing charges on the basis of fraudulent reviews. At this point, it’s simply not reasonable to expect the FTC to step in if your enterprise receives some suspicious reviews, unless your research should uncover a truly major case.

Should your enterprise be targeted with spam reviews, some cases may be egregious enough to warrant legal action. In such instances, definitely don’t attempt to have the spam reviews removed by the host platform, as they could provide important evidence. Contact a lawyer before you take a step in any direction, and avoid using the owner response function to take verbal revenge on the person you believe has spammed you, as we now have a precedent in Dietz v. Perez for such cases being declared a draw.

In many scenarios, however, the business may not wish to become involved in a noisy court battle, and seeking removal can be a quieter way to address the problem.

Local enterprises, consumers, and marketers must advocate for themselves

Local businesses, consumers, and marketers don’t own review sites, but they do have the power to advocate. A single business could persistently blog about spam it has documented. Multiple businesses could partner up to request a meeting with a specific platform to present pain points. Legitimate consumers could email or call their favorite platforms to explain that they don’t want their volunteer hours writing reviews to be wasted on a website that is failing to police its content. Marketers can thoughtfully raise these issues repeatedly at conferences attended by review platform reps. There is no cause to take an adversarial tone in this, but there is every need for squeaky wheels to highlight the costliness of spam to all parties, advocating for platforms to devote all possible resources to:

Increasing the sophistication of algorithmic spam detection

Increasing staffing for manual detection

Providing real-time support to businesses so that spam can be reported, evaluated and removed as quickly as possible

All of the above could begin to better address the reality of review spam. In the meantime, if your business is being targeted right now, I would suggest using every possible avenue to go public with the problem. Blog, use social media, report the issue on the platform’s forum if it has one. Do anything you can to bring maximum attention to the attack on your brand. I can’t promise results from persistence and publicity, but I’ve seen this method work enough times to recommend it.

Why review platforms must act aggressively to minimize spam

I’ve mentioned the empathy I feel for owners when it comes to review platforms, and I also feel empathy for the platforms, themselves. I’ve gotten the sense, sometimes, that different entities jumped into the review game and have been struggling to handle its emerging complexities as they’ve rolled out in real time. What is a fair and just policy? How can you best automate spam detection? How deeply should a platform be expected to wade into disputes between customers and brands?

With sincere respect for the big job review sites have on their hands, I think it’s important to state:

If brands and consumers didn’t exist, neither would review platforms. Businesses and reviewers should be viewed and treated as MVPs.

Platforms which fail to offer meaningful support options to business owners are not earning goodwill or a good reputation.

The relationship between local businesses and review platforms isn’t an entirely comfortable one. Increasing comfort could turn wary brands into beneficial advocates.

Platforms that allow themselves to become inundated with spam will lose consumers’ trust, and then advertisers’ trust. They won’t survive.

Every review platform has a major stake in this game, but, to be perfectly honest, some of them don’t act like it.

Google My Business Forum Top Contributor and expert Local SEO, Joy Hawkins, recently wrote an open letter to Google offering them four actionable tips for improving their handling of their massive review spam problem. It’s a great example of a marketer advocating for her industry, and, of interest, some of Joy’s best advice to Google is taken from Yelp’s own playbook. Yelp may be doing the best of all platforms in combating spam, in that they have very strong filters and place public warnings on the profiles of suspicious reviewers and brands.

What Joy Hawkins, Mike Blumenthal, other industry experts, and local business owners seem to be saying to review platforms could be summed up like this:

“We recognize the power of reviews and appreciate the benefits they provide, but a responsibility comes with setting your platform up as a hub of reputation for millions of businesses. Don’t see spammed reputations as acceptable losses — they represent the livelihoods of real people. If you’re going to trade responsibly in representing us, you’ve got to back your product up with adequate quality controls and adequate support. A fair and trustworthy environment is better for us, better for consumers and better for you.”

Key takeaways for taking control of review spam

All local enterprises need to know that review spam is a real problem

Its scope ranges from individual spammers to global networks

Enterprises must monitor all incoming reviews, and scale this with software where necessary

Designated staff must be on the lookout for suspicious patterns

All major review platforms have some form of support for reporting spam reviews, but its not always adequate and may not lead to removal

Because of this, brands must advocate for better support from review platforms

Review platforms need to listen and act, because their stake in game is real

Being the subject of a review spam attack can be a stressful event that I wish no brand ever had to face, but it’s my hope that this article has empowered you to meet a possible challenge with complete information and a smart plan of action.

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